Mid-level Helpdesk Support Specialist(

Position Overview

We are seeking a dedicated professional to serve as the first point of contact for end-user IT technical assistance. The primary purpose of this role is to provide effective first-level support for all computer systems, hardware, and software, with a focus on the Windows operating system. This position is integral to maintaining daily system performance and ensuring user productivity by delivering timely solutions via phone, email, or Teams. Key responsibilities include diagnosing and resolving technical issues, installing and repairing computer software, and performing basic network triage for LAN, WAN, and wireless connectivity. You will also handle basic user administration in our hybrid Active Directory environment, such as password resets and account unlocks, and troubleshoot Microsoft 365 issues. As a critical part of our support structure, you will escalate unresolved queries to the appropriate next-level teams. A significant aspect of this role involves contributing to and maintaining our knowledge base, which is transitioning to Confluence, to empower users and reduce recurring problems

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Position title: Mid-level Helpdesk Support Speciali

stLocation: Remote - Colomb

iaTime schedule: Night Shi

ft
Key Responsibilit

• ies
  Serve as the first point of contact for end-users, providing technical assistance and first-contact resolution for issues related to computer systems, hardware, and software via phone, email, or Te
• ams.Diagnose and resolve technical issues by guiding users through problem solving steps, utilizing remote control software, and applying effective questioning techniques to determine the root ca
• use.Install, modify, and repair computer software, and peripherals for end-users, primarily within a Windows operating system environm
• ent.Serve as the first point of contact for end users, providing first level support and triage for Windows related issues through Jira Service Management tick
• ets.Perform basic user administration tasks within a hybrid Azure AD, including unlocking accounts and resetting passwo
• rds.Troubleshoot end-user issues within the Microsoft 365 suite, focusing on problem resolution rather than system administrat
• ion.Perform basic network triage to resolve connectivity issues related to LAN, WAN, and wireless access points, escalating complex problems to the appropriate te
• ams.Document, track, and monitor all support requests using help desk software, ensuring timely resolution and follow-up with end-us
• ers.Contribute to and maintain the technical knowledge base in Confluence, documenting procedures and solutions to support self-help resources and team refere
• nce.Develop and conduct training sessions for end-users on computer systems and software applicati
• ons.Identify recurring issues and collaborate on implementing solutions to reduce repeat problems and improve user experie
• nce.Participate in an on-call rotation to provide after-hours support as requi

red.Required Skills & Experi

• ence
  Bachelor’s degree or a minimum of 3 years of experience in a client support, application administration, or help desk support
• role.Proven experience providing remote help desk and desktop support, including diagnosing, guiding, and resolving issues related to computer hardware, software, and peripherals through virtual and phone-based assist
• ance.Proficiency in administering and troubleshooting Windows operating sys
• tems.Experience as the first point of contact for end users, providing first level support and triage for Windows related issues through Jira Service Management tic
• kets.Experience with basic user administration in a hybrid Azure AD/On-premise Active Directory environment, such as unlocking accounts and resetting passw
• ords.Strong troubleshooting skills for Microsoft 365 and the Microsoft Office s
• uite.Working knowledge of help desk software and remote control t
• ools.Experience with basic network triage for LAN, WAN, and wireless connectivity is
• sues.Demonstrated ability in asset management administra
• tion.Excellent communication, troubleshooting, and multitasking sk
• ills.Strong organizational skills with a high degree of attention to detail and accu

racy.Nice to Have S

• kills
  Familiarity with IT Service Management (ITSM) principles and the ITIL fram
• ework.Experience with knowledge base platforms, particularly Confl
• uence.Administrative experience with Microsoft 365 services, such as Exchange Online or Share
• Point.Knowledge of mobile device management (MDM) solutions, especially Microsoft I
• ntune.A deeper understanding of networking concepts, including DNS and
• DHCP.Professional IT certifications, such as CompTIA A+, Network+, or relevant Microsoft creden
• tials.Experience in developing user documentation or conducting training ses

sions.Soft

• Skills
  Exceptional communication skills (verbal, written, and presentation) to clearly convey technical solutions to users with varying levels of proficiency and to contribute effectively to knowledge base documen
• tation.Strong analytical and troubleshooting abilities, with a talent for asking pertinent questions to accurately diagnose issues and identify root causes to prevent recurring pr
• oblems.A client-centric approach, demonstrating patience and empathy to understand problems from the user's perspective and guide them through problem-solving pro
• cesses.Proven ability to work effectively within a team environment, collaborating with colleagues and properly escalating unresolved queries to the correct res
• ources.Excellent organizational and multitasking skills to manage and prioritize multiple support requests, track problems to resolution, and handle small IT projects effic
• iently.Meticulous attention to detail and accuracy, essential for maintaining daily system performance, managing assets, and ensuring all issues are followed through to reso
• lution.Adaptability and sound judgment, with the flexibility to participate in an on-call rotation and proactively address issues that may extend beyond standard responsibi

lities.Why You Will Love Working

with Us
Join a powerful tech workforce and help us change the world through technology Professional development opportunities with international customers Collaborative work environment Career path and mentorship programs that will lead to new levels. Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an i

nclusiveenvironment for all em

ployees.